The Opportunity
Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We collaborate with education organizations to develop strategies and implement solutions that enable the transformative change our clients need to own their future. Together, we empower clients to drive innovation, create sustainable funding streams and deliver better student outcomes.
Today, leaders of higher education institutions and academic medical centers are spending too much time reacting to market forces, rather than focusing on the essential priorities that help students, faculty and staff thrive. The most productive path forward requires an intentional approach and innovative thinking, whereby stakeholders across the entire institution rally around a shared vision and embrace the hard work of effecting change.
You’ll help our clients to achieve organizational effectiveness, improve student outcomes, implement new technologies and align resources and investments to ensure long-term sustainability.
Join our team as the expert you are now and create your future.
Position Summary
The Technical Account Manager is responsible for a portfolio of post-implementation Huron Research Suite clients serving as the primary technical customer relationship contact. As a Technical Account Manager, you will build strong rapport with stakeholders in your portfolio, remotely working with them to define and prioritize requests and act as a trusted advisor to optimize the Research Suite. A successful candidate will have excellent communication and organizational skills who can cross collaborate with a variety of internal stakeholder teams.
Your Responsibilities
- Manages portfolio of clients with focus on achieving service level agreements.
- Maintains strong relationships with customers ensuring high levels of customer satisfaction.
- Oversees and directs day to day support services for a portfolio of clients.
- Consistent point of contact for clients concerns and issue management.
- Drive management of critical production issues through to resolution.
- Meet with client as needed to verify current priorities and future initiatives.
- Collaborate with internal teams to ensure they are aware of client priorities.
- Establish communication standards with client including setting expectations around client and Huron team responsibilities.
- Monitor deliverables, communicating with multiple internal teams to ensure appropriate action is being taken to meet commitments. Escalate as appropriate.
- Serves as key knowledge owner of client customization, API, and integrations set-up.
- Assists and maintains awareness of high-level, long-term individualized client HRS roadmaps, including migrations and upgrades.
- Schedules newly released patches/upgrades, balancing client need, priority and advocates for scheduling with Upgrade team.
- Proactively communicates major changes to the software to the client.
- Solicit client feedback on software and service experience. Disseminate to other Huron teams and Client Executive and/or Key Account Lead.
- Identifies, conducts or coordinates further training the client may require.
- Leads client transition meetings including audiences with client and internal implementation team.
- Summarize state of client, quarterly, to relevant senior leaders.
- Manages administrative functions of service delivery, including time entry review, billing and invoice follow up.
- Raises common themes (product, service, industry, etc.) to appropriate stakeholders.
- Connects clients with appropriate resources for sales opportunities.
Qualifications
- 5+ years experience in project management or customer relationship management.
- Research administration experience preferred, not required.
- Highly organized with ability to guide multiple stakeholders and priorities through collaboration.
- Exceptional communication skills, ability to articulate to technical, non-technical and executive audiences.
- Experience with CRM systems.
The estimated base salary range for this job is $115,000 - $155,000. The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron’s annual incentive compensation program, which reflects Huron’s pay for performance philosophy. Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $132,250 - $193,750. The job is also eligible to participate in Huron’s benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.
Posting Category
Education
Opportunity Type
Regular
Country
United States of America
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